IT Support Specialist - Team Lead

Collegis Education is marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education. Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide. For more information about Collegis Education, please visit www.CollegisEducation.com.

The IT Support Specialist Team Lead position is an excellent opportunity for career-minded and goal-oriented individuals to provide exceptional managed IT services to our clients. The ITSS Lead’s primary responsibilities include overseeing a team of 2-3 IT Support Specialists supporting Windows desktop, MAC OSX and Windows server operating systems through monitoring a high level of performance management metrics. The position will ensure that the corporation’s Windows/MAC environments are maintained according to industry best practices. This position is full-time at our partner location in Austin, TX.

PRIMARY RESPONSIBILITIES, ESSENTIAL FUNCTIONS AND REQUIREMENTS:

• Supervision and mentorship of employees at local and remote locations
• Serve as a local point of contact for escalations at designated regions of leadership
• Partner with Support Services Leadership to develop and implement strategies and training initiatives to increase team member effectiveness.
• Mentors employees through sharing information, skill coaching, and suggesting effective initiatives that will assist an agent in providing excellent customer service.
• Assist and address on-site escalations from the Personal Support Center including Urgent Classroom needs
• Contribute to the review of employees that may include coaching customer service, technical ability and recommending and assisting with skill building as determined during review (Additional reviews may be staged on an ad-hoc basis, but a scheduled review is required on an semi-annual basis)
• Provide periodic project updates and status reports to Support Services Leadership
• Maintains strong understanding of client environments, including but not limited to software applications, learning management systems, meeting setup technologies and account creation procedures.
• Champion best practices for remote desktop management, operating system imaging, and proactive maintenance of supported systems.
• Assist with department level planning activities that includes computer asset refresh, application inventory, and software licensing maintenance.
• Partner with Support Services Leadership & the Security Office to develop and maintain security procedures and policies
• Contribute in monitoring, supporting, and troubleshooting systems issues through help tickets
• Monitor patch management of operating systems and applications
• Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues
• Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer

• 2-years lead experience in an IT environment preferred
• Must be willing to work periodic weekend and evening shifts in support of maintenance and participate in on-call rotation duties
• Ability to work a flexible schedule that may include nights and weekends
• Excellent interpersonal skills to work directly with company and partner leadership
• Strong communication skills and proven track record of excellent customer service
• Strong analytical and problem solving skills
• Strong PC & MAC troubleshooting skills
• Strong experience with Windows 10 Operating Systems
• Extensive experience with MS Office suite 2016 and O365 versions
• Experience with OSX Sierra and higher
• Experience with Office 365 Enterprise portal and Active Directory
• Ability to convey technical topics to a wide variety of callers with varying technical skill levels.
• Excellent written and verbal communication; Must be able to thoroughly document implementations, modifications, and removals

Following considered a plus:

• Relative industry certifications
• General knowledge of the higher education industry
• Server operating environment troubleshooting skills

EDUCATION, CERTIFICATIONS AND LICENSURES:

• (Associates of Science, Computer Science, MIS degree or equivalent experience

Collegis Education is committed to the policy that all persons shall have equal access to its programs, facilities, and employment without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.